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Suite helps council improve customer service

Daniel Thomas
Leeds City Council has significantly improved customer service delivery and operational efficiency since rolling out Siebel's eGovernment suite of applications in mid 2000, the local authority said this week.

Eileen Wainwright, assistant director for strategy and development at Leeds City Council, said the suite, which includes Siebel Service, Siebel Partner Relationship Management and Siebel Employee Relationship Management software, has formed the basis for its multichannel "citizen-centric" strategy.

"The council's vision is to connect up to 10,000 in-house staff and provide concurrent access for 1,100 users among the general public and external partners using Siebel's eGovernment applications," Wainwright said. "The applications are instrumental is transforming the council into a citizen-centric authority delivering high-quality services, cost effectively."

Siebel Service has allowed the council's customer service agents to manage and synchronise all customer interactions over multiple channels, Wainwright said. When a citizen has an enquiry regarding any of the council's services, they can visit one of 13 "one-stop shops" or telephone an integrated network of two call centres for advice, she explained.

According to council surveys, during the first 12 months of using Siebel Service, "citizen satisfaction" with the council grew from 82% to 91%.

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